Refund policy

We want you to love what you ordered. If something is wrong, or a piece just isn't right for you, here is how returns and refunds work.

30-Day Return Window

You can ask to return an item for up to 30 days after it is delivered. It must be unworn and in the condition it arrived, free of marks, scratches and perfume, and sent back in its original packaging where possible. Damage caused by wear, alteration or accidents is not covered by a return.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If a product isn't of acceptable quality and the failure isn't a major one, you are entitled to have it repaired or replaced. This policy never limits those rights — the 30-day window is offered on top of them.

Items we cannot accept back

Personalised pieces — anything made with a name, initial, date or chosen birthstone — are made for you alone, so they can only be returned if they arrive faulty or don't match your order. For hygiene reasons, earrings can't be returned once worn unless they are faulty. None of this affects your rights if an item is defective.

How to Start a Return

Email support@harperjewels.com with your order number and a quick note on what is wrong or why you'd like to return it. If the item arrived damaged or faulty, include a photo — it speeds things up and often means we can replace it without you posting the original back. We reply within 12 hours during the hours listed below.

Please always email us before sending anything. We will confirm the item is eligible and send return instructions for your order; parcels sent back without contacting us first can't be processed.

Return Shipping

If the mistake is ours — the wrong item, damage in transit or a fault on arrival — we pay for the return. If you have changed your mind, return shipping is paid by you. In both cases, email us first and we will send the instructions that apply.

Refund Timing

When your return reaches us we inspect it and email you to confirm. Approved refunds go back to your original payment method within 7 business days; your bank may take a few more days to show it.

Exchanges & Sizing

The quickest way to change a size or finish is to place a new order for the one you want, so it doesn't sell out while your return is on its way, and send the original back as an eligible return. Reply to your return confirmation and we will handle the swap for you where we can.

Each product page lists the sizes and chain lengths for that piece. If you're unsure between two ring sizes, email us before you order and we will tell you honestly which to choose.

Damaged or Faulty on Arrival

If your order arrives damaged, scratched or with a manufacturing fault, contact us within 7 days of delivery with photos. We will send a replacement free of charge — normally without needing the original back.

Lost or Stolen Parcels

If tracking shows delivered but you can't find your parcel, wait 24–48 hours — carriers sometimes scan early — and check with neighbours and your building. If it still hasn't appeared, contact us and we will open a carrier investigation and make it right.

Cancelling an Order

You can cancel at any time before your order ships by emailing support@harperjewels.com with your order number. Once shipped it can't be cancelled, but it can still be returned under this policy after it arrives.